Business Excellence, Assistant manager

Role Summary

Responsible for driving business excellence initiatives to enhance operational efficiency, improve service quality, and elevate customer satisfaction. This role plays a key part in fostering a culture of continuous improvement and supporting the Company's strategic objectives.

Key Responsibilities

• Lead and manage process improvement initiatives across the Company.
• Conduct process reviews, gap analyses, and root cause investigations to identify operational inefficiencies and improvement opportunities.
• Develop and standardize process documentation, workflows, and operating procedures.
• Drive service quality improvements and support turnaround time (TAT) enhancement initiatives.
• Design, monitor, and analyze customer satisfaction metrics, including CSAT and NPS.
• Evaluate customer feedback and recommend actionable improvements to enhance customer experience.
• Manage the Company's centralized Document Control Centre and ensure effective document governance and version control.
• Collaborate with stakeholders to implement improvement projects and achieve business objectives.
• Undertake ad-hoc assignments and projects as assigned by management.

Requirements

• Bachelor's Degree in a relevant discipline.
• Minimum 5 years of relevant working experience, preferably in the insurance industry.
• Experience in process improvement, quality assurance, or customer experience management.
• Lean Six Sigma certification is an added advantage.
• Strong analytical, communication, and stakeholder management skills.